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If you oversee call center operations, or if you work as a consultant in the call center industry, you undoubtedly deal with inefficiency. Metrics are not managed from a centralized source, forecasting is inaccurate, and departments end up doing much more work than is necessary, simply because they don’t have a complete picture of how […]

Has your contact center been on the fence about whether to upgrade your software to include multi-channel functionality, or are you exploring different systems to purchase? The options currently on the market can be overwhelming to sort through, and before you make a decision, you’ll want to have a solid understanding of why multi-channel is […]

In a call center environment, the act of coaching customer service agents is one of the most essential components of improving agent confidence. Coaching teaches reps how to work with difficult customers, upsell, and resolve customer complaints before they escalate. Ultimately, well-coached agents will increase customer satisfaction because they’re better able to address customers’ needs. […]